I purchased 2 tables from City Furniture (both from the Kevin Charles collection) 10 months ago. 1 of the tables is a dining room table and the other is a t.v. stand. The T.V. stand is perfect and has never had any issues. However, The dining room table has always looked dirty, almost like the finish was blotted or smudged. The finish seems to have an odd filament on the top of the table. After the dining room table was delivered I made several calls to City Furniture to ask them what to clean the table top with (I thought these smudges would come out with the proper table cleaner and were left by parts the delivery guys hands). At first, I was told that they could not provide me with any information as to what to clean the table top with. They would only say to use a damp rag when cleaning. The damp rag was not getting this table top cleaned so over the next month I made several other calls.
Eventually I was told by the manager at my local city furniture store that I can use Murphy's Oil. I used the oil but the table still looked dirty and I could not seem to get these smudges out. Life got busy and I thought I could live with it but this table was very expensive and when my mother came into town last month she asked me if I was "crazy" for not pushing to get this fixed (besides I thought I had a 1 year warranty). I was told that I had a 1 year warranty on this table so I contacted city furniture's customer service (They don't have a complaint phone number by the way). The customer service agents were all very rude, including talking over me several times. I spoke to a manager and then a person above the manager, but no one would help me unless I paid $45.00 fee to have someone come out and look at the table (even though I sent multiple pictures to them).
So I have to pay $45.00 (for starters) just to have my warranty honored??? After the $45.00 fee, they said, "if it cannot be fixed in home then I would be charged a delivery fee of $59.00 for a new table top". So now I'm up to a possible $104.00 while my furniture is still under warranty, just to have the table top fixed. I feel completely mislead by city furniture's 1 year warranty and this is obviously about generating revenue for the company and NOT about customer service. I was given one other option, I can pack up this very heavy table and drive it to Tamarac, Florida and have them look at it in Tamarac. That is 100 miles away from me. Why cant I bring it back to the place where i purchased it (near my house) and have them look at it? The answer is easy, they know 99% of people will opt to pay a $45.00 fee to have someone come out to their home instead of driving 100 miles with the product in order to honor a warranty. Seems like a real scam if you ask me!
I have spent a lot of money at city furniture over the years (90% of my house consists of things purchased at city furniture). I will NEVER spend another dime at this place or any of the sister companies. Customer Service is horrible and you should ask yourself this, "Why isn't there a complaint phone number like every other large company"?
So be ware, the warranty is NOT really a full warranty from city furniture and they do NOT stand by their products unless they can somehow milk more money out of you.